Hilton Garden Inn Washington DC/Georgetown Area — Hotel in Washington

My experience this weekend at the Hilton Garden Inn (HGI) in Georgetown was awful in more ways than one. Mostly due to Cynthia at the Front Desk. After checking in, she handed me my room key and said “Your ‘room’ is at Embassy Suites just down the street.” Then, she rattled off the location and hours of breakfast at Hilton Garden Inn. Totally baffled, I said, “My room is at the hotel down the street, and in the morning, I come back to this hotel for breakfast??” She said, “Yes” (with an attitude that suggested it was how HGV packages were handled). I was so shocked I asked her to write down the name of the hotel on my room key card and then I said … “I’m so glad I didn’t bring in my luggage yet; that would not have been fun dragging it all back out to the car again. Then, I went down the street to Hilton’s Embassy Suite (HES) only to discover Cynthia’s screw up would have me dragging my luggage into another hotel, stressing them and myself out even more because she totally misspoke. When I returned to HGI, seeking an apology, I asked to speak with a Manager. Her colleague says Cynthia was her supervisor?? So, I waited till Cynthia got off the phone. She totally opted out on doing the right thing, e.g., “I’m sorry” … ”My job stresses me out so much I don’t know what I am saying or doing half the time.” Instead, she chose to insult me and called me “confused” … then kept lying about how she told me the HGV meeting tomorrow was down the street, not my room. For her to state 20 minutes earlier that “Hilton Grand Vacations was a separate business” and that she “knows nothing about Hilton Grand Vacations” and “you need to check your email for details.” To now claim that she knew the meeting's location … was further evidence that her insulting accusation — that I was “confused” — was a confession that spoke volumes about her.

Leave it to Cynthia to proudly display her lack of caring, etc., during my checkout. There was a line of people waiting at the front desk for Cynthia and her colleague; since I wanted a receipt showing nothing was added to my room bill and it had a zero balance -- I waited in the long line. When I finally reached the front of the line, Cynthia suddenly became available, but she decided to once again display her lack of caring and took a coffee break. When her colleague finally finished with the gentlemen, he was helping…I requested a copy of my bill showing zero balance; he said he was unable to provide one. So, I waited in line for nothing but more insults.

Based on my experience with Cynthia, she is the epitome of the kind of person who is unsuitable for customer service work and has the worst personality traits for supervising others. On the other hand, Damian, who works at the front desk at HES, he is the perfect example of great customer service. When Damian heard his supervisor say, “I will see if I can find someone to help you take your bags back over to the Hilton Garden Inn.” Damian, who was working at another nearby check-in desk, heard what he said, and faster than a New York second, volunteered to assist me. If only Damian at HES had been the person who checked me in and out at the HGI, I would be writing a 5-star review instead...

My experience this weekend at the Hilton Garden Inn (HGI) in Georgetown was awful in more ways than one. Mostly due to Cynthia at the Front Desk. After checking in, she handed me my room key and said “Your ‘room’ is at the Embassy Suites just down the street.” Then, she rattled off the location and hours of breakfast at HGI. Totally baffled, I said, “My room is down the street, and in the morning, I come back to this hotel for breakfast??” She said, “Yes” (with an attitude that suggested it was how HGV packages were handled). I was so shocked I asked her to write down the name of the hotel on my room key card and then I said … “I’m so glad I didn’t bring in my luggage yet; that would not have been fun dragging it all back out to the car again. ||Then, I went down the street to Hilton’s Embassy Suite (HES) only to discover Cynthia’s screw up would have me dragging my luggage into another hotel, stressing them and myself out even more because she totally misspoke. When I returned to HGI, seeking an apology, I asked to speak with a Manager. Her colleague says Cynthia was her supervisor?? So, I waited till Cynthia got off the phone. She totally opted out on doing the right thing, e.g., “I’m sorry” … ”My job stresses me out so much I don’t know what I am saying or doing half the time.” Instead, she chose to insult me and called me “confused” … then kept lying about how she told me the HGV meeting tomorrow was down the street, not my room. For her to state 20 minutes earlier that “Hilton Grand Vacations was a separate business” and that she “knows nothing about Hilton Grand Vacations” and “you need to check your email for details.” To now claim that she knew the meeting's location … was further evidence that her insulting accusation — that I was “confused” — was a confession that spoke volumes about her. ||Leave it to Cynthia to proudly display her lack of caring, etc., during my checkout. There was a line of people waiting at the front desk for Cynthia and her colleague; since I wanted a receipt showing I had a zero balance -- I waited in the long line. When I finally reached the front of the line, Cynthia suddenly became available, but she decided to once again display her lack of caring and took a coffee break. When her colleague finally finished with the gentlemen, he was helping…I requested a copy of my bill showing zero balance; he said he was unable to provide one. Waited in line for nothing but more insults.||Based on my experience with Cynthia, she is the epitome of the kind of person who is unsuitable for customer service work and has the worst personality traits for supervising others. On the other hand, Damian, who works at the front desk at HES, he is the perfect example of great customer service. When Damian heard his supervisor say, “I will see if I can find someone to help you take your bags back over to the Hilton Garden Inn.” Damian, who was working at another nearby check-in desk, heard what he said, and faster than a New York second, volunteered to assist me. If only Damian at HES had been the person who checked me in and out at the HGI, I would be writing a 5-star review instead...

Complete Joke with the parking situation, incompetent management and rude front desk.

Stayed here for 2 nights as a Diamond Member. Drove 10 + hours to drop off my daughter in college (GWU).

We were sitting in the car for a while but no one came to take our car for Valet. After about 10-15 minutes, I went to the reception and asked about the valet. They told me their lot is full and they are not able to valet my car. WHAT? So I did park at the Hyatt Place, carrying luggages and all.

Becuase I understood how Saturday nights can be in Foggy Bottom.

The lady at the front was not very professional. Did not tell me anything about the parking, breakfast nor Diamond member recognition - Two bottles of water. When I asked, she gave it to me. When I asked about the breakfast, simply she said we don’t offer it. Found out, the restaurant was separate business and I will be given $10 credit. SHE DID NOT TELL ME THIS, I FOUND THIS.

Then the 2nd day - Sunday. I went out early to move and all. Came back at 10:30, thinking this time the valet will come to get me. No one did for another 10-15 minutes. I walked in again, leaving my car on the street. Valet guy was sitting around at the lobby talking with someone. Same “Confused” lady glanced at me and did not even greet me. She start shaking her head at me - I guess she remembered me from last night.

Valet guy stood up and took the key. He asked me for the ticket! WHAT WAS THAT AGAIN? So I told him that I was not able to valet here last night. He calls for management. I think manager was Greg? Craig? He comes… The manager tells me “We don’t have the parking. There are other public garages out there”. “I empathize with you for being tired, but there is Ritz Carlton Parking lot”

You gotta be kidding me!!!!

You are charging $60 so that I don’t have to walk a block, but you do! It is your JOB to take my car, put it into whatever space you can, and bring it back for me. If you think that Ritz Carlton has the parking space, it is your job to take it there to park and bring it back!

I do that so that I DO NOT HAVE TO WALK, DO NOT HAVE TO CARRY LUGGAGE! I am also handicapped!!!! I will spend money so that you can work!!

I stayed at Hyatt place, Yours Truly, Marriott, Courtyard.. I come to DC several times a year because my daughter goes to school here. NEVER HEARD THESE NONSENSE BEFORE.

There is NO SIGN that valet must come in to check in. There is NO SIGN that NO PARKING AVAILABLE.

Also, it is always the details that matters. It is not what you say but it is HOW you say it. If this is the service level that I am going to receive, I am never coming back here. RIDICULOUS!!!!

After the management's reply, I did call them back. Manager never answered. I left all my information but never got a call back.

They did not send me a final bill so I checked on the app. They charged me for parking + Tax. I texted them and complained and they waived it to send a final...